The Opportunity

Do you want to be part of a team that encourages your growth, supports your ambitions and makes it a priority for you to reach your goals? Is helping people part of who you are? At MassMutual, we help millions of people find financial freedom, offer financial protection and plan for the future. We do this by building trust with our customers by being knowledgeable problem solvers and prioritize their needs above all else. We Live Mutual.

The Team

We're growing and our clients deserve the best. As a Quality Specialist, you'll have an opportunity to be a part of a team that is helping us achieve our company's strategic imperatives by helping more Americans protect the ones they love. In this role, as well as all roles within MassMutual, you will demonstrate accountability, agility, a dedication to be inclusive, a strong business acumen, and will show courage, even in the most difficult situations. We also highly value strong communication skills, a passion for learning, leadership traits, resilience and self-awareness.

• Strong learning agility, critical thinking and effectively utilizing data to drive decisions
• Inclusion: A team mindset, encouraging individual engagement, building trust, fostering strong relationships and doing whatever it takes to get the job done for each and every member of our team
• Resilience: Ability to rebound from failures, seeing the lesson as the opportunity to learn and grow and demonstrating composure and confidence in difficult and turbulent times
• Accountability: Earn confidence and trust by demonstrating ownership, commitment and follow-through in achieving results and developing others to do the same.
• Assist in the development and implementation of quality programs to ensure that all products and services meet minimum business standards and requirements for our Life and DI New Business customers.
• Perform quality reviews of the business and document findings.
• Conduct research and analysis of problems/processes.
• Evaluate business needs through the uses of analytical and statistical techniques and tools.
• Assists with trend and root cause analysis that will help identify skill and service gaps.
• Provide information for the maintenance of quality scorecards.

• High School Diploma/GED/HiSET
• 2 years of customer service experience

• Seasoned individual capable of helping with our strategic approach and execution of our servicing and initiatives that drive exceptional experiences and success for the organization
• Comfort with limited role clarity and definition, being broader than deep, adapting to changing team needs and requirements rather than sitting in a defined box
• Strong client-facing skills, excellent multi-tasking, self-organization and prioritization skills.
• Excellent verbal and written communication skills, leveraging good interpersonal skills and team mindset.
• Ability to collaborate, negotiate, influence, build trust and maintain strong working relationships while demonstrating humility, respect, urgency, curiosity and courage
• Works well in diverse, fast paced and dynamic professional environment
• Demonstrates strong energy level and a passion for service and performance excellence
• Customer service-oriented with a focus on customer delight
• Strong coaching and feedback skills

• Regular meetings with the Service Quality Team
• Focused one-on-one meetings with your manager
• Access to mentorship opportunities
• Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran and disability-focused Business Resource Groups
• Access to learning content on Degreed and other informational platforms
• Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits